Privacy Policy

Overview

Sova, Inc. ("Sova," "we," "our," or "us") operates sovasignals.com, a customer intelligence platform for software companies. This Privacy Policy explains what information we collect when you use our website and services, how we use it, and the choices you have. It applies to sovasignals.com and all associated applications, APIs, and integrations.

We are a US company incorporated in Delaware and headquartered in San Francisco, California. For EU and UK residents, Sova acts as the data controller for information we collect directly from you, and as a data processor for customer data you submit for analysis.

Information we collect

Account information

When you create an account or contact us, we collect your name, work email address, company name, and any other details you provide. If you subscribe to a paid plan, billing information is collected and handled by our payment processor (Stripe). We never store raw card numbers.

Customer signals you submit

The core of Sova is reading customer signals: support tickets, call transcripts, review extracts, NPS responses, and cancellation reasons that you connect or upload. This content belongs to you. We process it to produce decisions and insights on your behalf. We do not use it to build shared models, sell it to third parties, or derive inferences beyond the analysis you requested.

Usage data

We collect standard technical data when you interact with Sova: IP address, browser and device type, pages visited, features used, timestamps, and error events. This data helps us debug problems, measure performance, and understand which parts of the product are most useful. We retain this data for the minimum time needed to operate and improve the service.

How we use information

We use the information we hold to:

• Provide, operate, and improve the Sova service, including processing your submitted signals and generating decisions.
• Authenticate your account and enforce your plan limits.
• Send transactional messages: account confirmations, plan receipts, security alerts, and product updates you have opted into.
• Detect and prevent abuse, fraud, and unauthorized access.
• Comply with legal obligations and enforce our Terms of Service.
• Respond to your support requests and inquiries.

We do not sell, rent, or share your personal information with advertising networks or data brokers.

Model providers and sub-processors

Sova routes your submitted signals through large language models to extract decisions and evidence. We are model-agnostic: we route across frontier and open-weight models depending on your plan, the task, and cost and latency requirements.

When we route a task to an external model provider, we do so under a data processing agreement that restricts the provider from using your content to train shared or public models. Your customer data is processed to answer your query and is not retained by model providers for training purposes.

We maintain an up-to-date list of our sub-processors, including model providers, cloud infrastructure, and support tools. You may request this list by emailing privacy@sovasignals.com.

Data retention and deletion

We keep your account information for as long as your account is active. We retain submitted signal data and generated insights for the duration of your subscription, plus a short grace period after cancellation to allow exports.

You can export all your data at any time from your account settings. To request deletion of your account and all associated data, email privacy@sovasignals.com with the subject line "Data deletion request." We will complete deletion within 30 days and confirm when done. Some data may be retained where required by law or to resolve active disputes.

Your rights

GDPR (EEA and UK). If you are in the European Economic Area or United Kingdom, you have the right to access, correct, port, or delete your personal data. You may also object to or restrict certain processing, and you have the right to lodge a complaint with your local supervisory authority. Our legal basis for processing account and usage data is legitimate interest in operating and improving the service; for billing, it is the performance of a contract.

CCPA (California). California residents have the right to know what personal information we collect, to request deletion, to opt out of the sale of personal information (we do not sell personal information), and to be free from discrimination for exercising these rights.

To exercise any of these rights, email privacy@sovasignals.com. We will respond within 30 days. We may need to verify your identity before fulfilling the request.

Security

We use industry-standard controls to protect your data: TLS in transit, encryption at rest, access controls, and regular security reviews. For a full description of our security posture, see our Security page. If you discover a vulnerability, please disclose it responsibly to privacy@sovasignals.com.

International transfers

Sova is a US company and its infrastructure is based primarily in the United States. If you access Sova from outside the US, your information may be transferred to and processed in the US or other countries where our sub-processors operate. For transfers from the EEA or UK, we rely on Standard Contractual Clauses approved by the European Commission as our transfer mechanism. Contact us if you need a copy.

Children

Sova is a business-to-business service designed for professional use. We do not knowingly collect personal information from anyone under 16 years old. If you believe a minor has provided us with personal information, contact us at privacy@sovasignals.com and we will delete it promptly.

Changes to this policy

We may update this Privacy Policy from time to time. When we make material changes, we will update the date at the top of this page and notify account holders by email or in-product notice at least 14 days before the change takes effect. Continued use of Sova after the effective date constitutes acceptance of the updated policy.

Contact

For privacy questions, requests, or concerns, contact our privacy team at:

Sova, Inc.
254 Park Avenue South, Suite 705
New York, NY 10010
United States
privacy@sovasignals.com